Customer Service Manager

• Interested in becoming part of a dynamic, team-oriented environment? Join MCEC! 
• Full-time position (South Wharf CBD location) 
• Competitive salary + benefits

Join our team!

Our iconic venue offers stunning views of the Yarra River and Melbourne cityscape. As industry leaders, we host Australia's most significant events year-round. Join our 500-plus- team crafting unforgettable experiences from conferences, exhibitions, and meetings to galas and beyond. 

For four years in a row (2016 to 2020), we are proud to have been named an Australian Business Awards Employer of Choice.

About the role

As the Customer Service Manager at the Melbourne Convention and Exhibition Centre (MCEC), your primary objective is to optimise the customer experience by ensuring seamless service delivery and creating positive and memorable experiences for all venue attendees. Your focus will be on developing our team's capabilities to inspire high performance and uphold service excellence throughout all interactions with customers. 

What you’re here to do

• Oversee the management of the Customer Service team to ensure the highest level of service to MCEC’s direct customers, their event attendees, contractors, and internal stakeholders.
• Act as an escalation point for the Customer Service team for both internal and external issues.
• Champion a continuous improvement mindset and drive initiatives that improve the Customer Service offering. 
• Maintain direct communication with external tourism organisations and have a sound understanding of the tourism and events industry trends.
• Utilise and develop existing systems to monitor compliance and ensure MCEC operating protocols and legislative requirements are followed.
• Oversee and manage the customer complaints process and associated procedures ensuring matters of high importance are appropriately escalated internally. 
• Perform P&L management in accordance with MCEC financial protocols and available budget.
• Manage the Customer Service labour elements of the Event Services budget to ensure revenues are maximised and expenses kept in line with budget limits.
• Perform P&L management in accordance with MCEC financial protocols and available budget.
• Manage the Customer Service labour elements of the Event Services budget to ensure revenues are maximised and expenses kept in line with budget. 
• Shape the future through setting a strategic direction that can respond to change and ambiguity and foster a culture of innovation. 

What you will need

• Significant experience leading large Customer Service teams in complex and fast-paced environments, ideally in the events/venue industry. 
• Excellent organisational, communication and time management skills with the ability to prioritise workloads and achieve objectives within tight time frames and within budgetary limits.
• Ability to develop and implement policy and procedures that focus the team on meeting or exceeding customer expectations.
• Experience at a senior level for overseeing rostering and managing a workforce, including responsibility for organisation of tasks & delegation of duties..
• Demonstrated ability to develop high performing Customer Service teams. 
• Experience with financial management processes, i.e.: budgeting, managing labour costs and understanding profit and loss statements.

What's for you?

• Remote work: Up to 4 days/fortnight.
• Flexible hours: Tailor to your needs and schedule.
• Compressed workweeks: Change the way you work and have more free time.
• Exclusive discounts: Parking, food, fitness, healthcare.
• Parental leave: 14 paid weeks.
• Special leave: Pet, volunteer, study options.
• Breakfast & Lunch is covered: Enjoy M Lounge meals on us!
• Keep cup deal: Coffee savings at Goldfields Cafe.

Your wellbeing

We care about you beyond your job satisfaction. Our health and wellbeing initiatives are continuing to expand to help encourage your personal and professional growth. 

• Our Employee Assistance Program offers confidential counselling and Healthy Day leave. 
• Our Fitness Passport provides discounted access to a wide choice of gyms and pools across Melbourne. 
• Financial wellbeing support through confidential and independent Money Assist specialist coaching. 

Our community

Find endless opportunities to join community initiatives. We proudly partner with top Australian charities that share our values of sustainability, inclusivity, and innovation. Through our community program, we provide almost $2 million in support each year to help them make a difference.

Discover more about MCEC!

https://www.mcec.com.au/

• Learn more about who we are. 
• We're all about making events matter - see how we create impact for our people, visitors, and community.
• Learn about our sustainability goals. 
• View our pyrotechnics/sensitive events info.

Why choose us? 

At MCEC, we're not your typical event venue. We're a dynamic team passionate about bringing event ideas to life. With over 1,000 bespoke events yearly, we pioneer new possibilities in event excellence. Our people are not just the best at what they do, they're the best at doing things no one else has done before.

Built on the banks of the Birrarung (Yarra River), Melbourne Convention and Exhibition Centre (MCEC) Acknowledges the Traditional Owners of Narrm, the Wurundjeri Woi Wurrung people of the Kulin Nation. We pay our respects to their Elders past and present, and to Elders of all First Nations communities that visit MCEC. We recognise the ongoing significance of the Birrarung to Traditional Owners as a life source and a meeting place for millennia and seek to honour this long-standing tradition of building community and exchanging ideas on these lands.